Zipcar Customer Care: Expert Guide to Getting Help Fast

Fastest Ways to Reach Zipcar Customer Care

For time‑sensitive issues—locked out, the car won’t start, a flat tire, accident, or you can’t return the vehicle on time—call Zipcar Member Services immediately. In the U.S. and Canada, the 24/7 number is 866‑4ZIPCAR (866‑494‑7227). Have your name, phone number on the account, the car’s license plate or name, and your reservation start/end times ready; it shortens the call and speeds roadside or account assistance.

Non‑urgent questions (billing clarifications, plan changes, documentation) are best handled via the Help Center and in‑app support. Use the app’s Help/Support section to submit a ticket with photos and trip details, or visit https://www.zipcar.com/help (U.S./Canada) or https://www.zipcar.co.uk/help (U.K.). The app also shows the best local contact options for your city, which can differ by market.

If you’re outside North America, or on a university plan, always check the in‑app Help page tied to your reservation—the contact options there are specific to your market and vehicle type, and they display the correct 24/7 number for roadside and incident reporting. In any emergency involving injuries or hazards, call local emergency services first (e.g., 911 in the U.S.), then contact Zipcar.

What Zipcar Customer Care Can Do for You in Real Time

Member Services can remotely unlock or lock many cars, honk lights to help you locate a vehicle, extend or shorten active reservations, and reassign you to a different car if your vehicle becomes unavailable. For no‑start conditions, they can run remote diagnostics, guide you through neutral override or key procedures, and, if needed, dispatch roadside assistance partners.

For incidents, agents open a case, document the situation, and coordinate towing, cleanup, and alternative transport. They can also place notes on your reservation to prevent automated fees when a delay is clearly caused by a breakdown, vandalism, or a blocked parking bay. If a fuel card or EV charge card fails, they’ll authorize reimbursement so you can pay and submit a receipt later.

When a return location is blocked or inaccessible, Customer Care can approve a temporary alternate return and notify the next member. If the car is missing, damaged, or not where the app says, call immediately; they will verify GPS last‑seen data, contact local teams, and protect you from no‑show penalties once you’ve reported the problem.

Step‑by‑Step for Common Issues

Most problems are solved quickly if you follow a consistent process: put safety first, document what you see, contact the right channel, and upload evidence. Customer Care is optimized around reservation data, photos, and timestamps—provide them up front to shorten handling time.

Use the in‑app “Report an Issue” on your active trip whenever possible; it auto‑attaches your reservation and car details. For situations that threaten your schedule (return delays, tows, flat tires), call 866‑494‑7227 so an agent can take real‑time actions like extensions, reassignment, or roadside dispatch.

• Car won’t unlock/start: Check Bluetooth/cell signal and the app status; try the app unlock again. If still stuck, call 866‑494‑7227. Provide the plate, location, and any dashboard messages. Do not force the vehicle or alarm system.
• Flat tire or breakdown: Park safely with hazards on. Call 866‑494‑7227 to dispatch roadside. Photograph the tire/issue, odometer, and location. Do not drive on a flat; it can trigger damage fees and safety risks.
• Accident or injury: Call emergency services first. Ensure everyone is safe, exchange details, and photograph damage, scene, and insurance info. Then call 866‑494‑7227 to open an incident report and receive towing/next‑steps. Note the police report number if one is issued.
• Blocked parking bay: Take photos of the obstruction and the station signage. Call immediately so support can authorize an alternate return nearby and notify the next member to avoid late fees.
• Fuel or EV charging: If the fuel/charge card fails, pay yourself and keep the itemized receipt showing date, time, and station location. Upload via the app or Help Center for reimbursement tied to your trip.
• Late return risk: Call before your end time. Customer Care can attempt an extension or arrange a swap. Reporting proactively is critical to reduce or prevent late fees and to notify the next driver.
• Damage/cleanliness found at pickup: Take photos within the first 5 minutes and report via the app. This protects you from responsibility for pre‑existing issues.
• Tickets, tolls, or tows: Document the citation and location immediately. Many markets process tolls automatically; if you receive a notice, submit it with your reservation details so fees are matched correctly.

Billing, Fees, and Refunds with Support

Invoices itemize time, distance or trip charges (where applicable), and any incidentals like cleaning or administrative fees. For the clearest conversation with support, open the invoice on your screen and reference specific line items and timestamps. If you believe a fee is incorrect, contact Zipcar via the app or Help Center promptly; attach photos, fuel receipts, parking bay photos, and any agent case numbers from your trip.

Refunds for approved adjustments are issued back to the original payment method. Processing timelines vary by bank, but 3–10 business days is common for card credits; account credits applied by Zipcar typically show in your account immediately and reduce future charges. If you used a corporate or university account, make sure you’re contacting support from the correct profile so credits and adjustments land in the right place.

For formal billing disputes on a credit card in the U.S., the Fair Credit Billing Act allows you to dispute charges generally within 60 days of the statement date. It’s best practice to first obtain a Zipcar case ID and documentation; if you escalate to your card issuer, include that case ID, your reservation ID, and the evidence you shared with Zipcar for the fastest resolution.

Membership and Account Help

Eligibility and verification are handled by Customer Care and automated checks. In most U.S. markets, standard membership requires age 21+ with a valid driver’s license in good standing; members 18–20 may qualify through affiliated universities or select programs. Account approval can be near‑instant if your license verifies automatically, or it may take up to 1–2 business days if a manual review is needed.

You can change plans, update your payment method, or add the Damage Fee Waiver (availability varies by market) through the app or Help Center; Customer Care can explain how a change affects your next trip. If your license is renewed or you moved states/countries, upload the new details early—support can re‑verify your account to avoid last‑minute reservation issues.

For corporate and university accounts, confirm whether your administrator handles billing or if you have mixed personal/corporate profiles. When calling support, state which profile the trip belongs to; it determines which policies and payment methods apply to your case.

What to Prepare Before You Call

Having the right details ready lets agents solve problems in one interaction. Before dialing, open your active or recent reservation in the app to confirm the vehicle name and license plate, station address, and start/end times. If you’re reporting a condition, photograph it from multiple angles with clear timestamps.

If your issue involves expenses you covered, make sure your receipts are itemized and show date, time, location, and last four digits of the card used. For accident reports, collect the other party’s insurance details, photos of all vehicles and the scene, and the police report number if one was filed.

• Your full name, phone, and email on the Zipcar account; reservation ID and vehicle license plate/name.
• Exact location (station address or GPS pin), time the issue began, and current status of the car (drivable, towed, blocked, etc.).
• Photos/videos of damage, cleanliness issues, parking bay obstructions, or dashboard warnings; odometer/fuel level where relevant.
• Receipts for fuel/charging/parking; citation or tow paperwork; police report number for accidents.
• Any prior case ID or agent name from earlier calls—this speeds up escalation and avoids duplicate reports.

Escalation, Records, and Consumer Protections

Always ask for a case ID during your first call or ticket. If your issue isn’t resolved after the initial interaction, request an escalation to a supervisor and confirm the next action and timeframe. Keep communications in the app or via the Help Center whenever possible so everything is documented alongside your reservation.

If a fee or decision remains disputed, reply to the same ticket thread with additional evidence rather than creating a new case; this preserves continuity. For billing matters on a credit card, U.S. consumers typically have up to 60 days from the statement date to initiate a charge dispute with their card issuer; include your Zipcar case ID, reservation details, and any approval/denial notes you received.

For written complaints or accessibility accommodations, use the Help Center forms at https://www.zipcar.com/help. If you are outside North America, use https://www.zipcar.co.uk/help. Clearly state your market (city/country), the reservation ID, the case history, and the exact resolution you’re seeking (refund amount, fee reversal, documentation). This precision helps the review team resolve cases without extra back‑and‑forth.

Privacy and Safety When Interacting with Support

Zipcar may verify your identity by confirming details on your account and recent trip history. Do not share full payment card numbers or photos of your card; support only needs the last four digits for verification and receipts for reimbursement. If someone calls you claiming to be Zipcar, you can hang up and call back 866‑494‑7227 to ensure you’re speaking with a genuine agent.

Calls are commonly recorded for quality and training; note the date and time of your call for your records. When you upload photos, avoid including unrelated personal data in the frame (e.g., driver’s licenses or private documents). For third‑party claims after an accident, direct them to Zipcar’s claims process referenced in your case rather than negotiating privately.

Finally, prioritize safety over schedule. If a situation feels unsafe—damaged vehicle, suspicious location, severe weather—move to a safe place first, then contact Customer Care. Their 24/7 operations are designed to protect members and keep trips moving, but your well‑being always comes first.

Is Zipcar really $9 a month?

Zipcar memberships start at $9 a month or $90 a year. Reserve cars by the hour or by the day. Gas, insurance options,* and 200 miles per day are all included in membership. Other fees, such as a young driver fee, may apply.

How do I complain about a Zipcar driver?

7.1 All breakdowns, accidents or similar incidents involving Zipcar vehicles must be reported to Zipcar immediately by phone to 1-866-4ZIPCAR.

How do I get a refund from Zipcar?

All charges will be canceled or refunded for a reservation (i) of less than 8 hours canceled or changed 3 hours or more before the reservation was scheduled to begin or (ii) 8 hours or longer canceled or shortened 24 hours or more before the reservation is scheduled to begin.

Why did Zipcar charge me $25?

A one-time $25 application fee is applied when a driver applies for membership. This fee offsets costs for pulling driving records and reviewing and approving applications. The application fee is non-refundable and is charged whether or not the driver is approved for membership.